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Tech Stack
About the role
- Own Archlet’s customer support experience end-to-end, ensuring fast, high-quality, and empathetic support across all channels.
- Act as the primary escalation point for complex or high-impact customer issues, coordinating closely with Product, Engineering, and Customer Success to drive swift resolution.
- Design, implement, and continuously improve scalable support processes, workflows, SLAs, automation, and tooling as the customer base grows.
- Leverage AI tools and automation to enhance support efficiency, reduce manual effort, and create a more intelligent support experience.
- Turn support into enablement by proactively educating users through trainings, best-practice guidance, and in-app support.
- Own and continuously improve the Help Center and FAQs to ensure readiness for new features and releases, reduce ticket volume, and enable self-service.
- Identify recurring issues, product friction, and customer feedback, translating them into actionable insights for Product and Engineering.
- Collaborate closely with Customer Success, Solution Consultants, Sales, Product, and Engineering to ensure a seamless customer experience from onboarding through daily usage.
Requirements
- 3+ years of experience supporting enterprise procurement software or procurement-adjacent SaaS products.
- Proven experience owning or significantly contributing to a customer support function in a scaling environment.
- Strong customer empathy with the ability to stay calm, structured, and solution-oriented in high-pressure situations.
- Experience designing and optimizing support operations, including workflows, SLAs, automation, and reporting.
- High interest in AI technologies and a willingness to deeply learn how AI-driven systems function, interact, and can be leveraged to improve customer support and product usage.
- Excellent written and verbal communication skills, able to explain complex topics clearly to customers.
- Fluency in English; German, French, Spanish, or additional languages are a plus.
- Experience with Intercom or similar tools is a strong advantage.
Benefits
- High autonomy
- Minimal bureaucracy
- Regular team events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportsupport operationsworkflowsSLAsautomationreportingAI technologiesprocurement softwareSaaS productstraining
Soft Skills
customer empathycalm under pressurestructuredsolution-orientedcommunication skillscollaborationproactiveproblem-solvingadaptabilityattention to detail